Jonathan Salley
Memphis,TN
Summary
Insightful manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends, and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
10
10
years of professional experience
Work History
Front Desk Clerk
Holiday Inn Hotel Sandton
Memphis , TN
08.2023 - Current
- Handled payment processing and provided customers with receipts and proper bills and change.
- Greeted incoming guests warmly, issued room keys and shared information on policies and amenities.
- Welcomed patrons to front desk and engaged in friendly conversations while conducting check-in process.
- Investigated and independently resolved customer complaints to boost satisfaction.
- Received incoming calls and coordinated with staff to fulfill customer requests.
- Maintained clean and presentable reception area to maintain professional business reputation.
- Worked with housekeeping and maintenance staff to address and resolve building and room issues.
- Reviewed account information and individual customer charges to produce correct bills.
Ops Manager
FedEx
Memphis
02.2022 - 05.2023
- Managed internal sort operation of 40+ employees
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits
- Assisted in recruiting, hiring and training of team members
- Devised processes to boost long-term business success and increase profit levels
- Introduced new methods, practices, and systems to reduce turnaround time
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines
- Led hiring, onboarding and training of new hires to fulfill business requirements.
Team Leader
FedEx
Memphis
03.2020 - 02.2022
- Mentored and guided employees to foster proper completion of assigned duties
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service
- Worked with team to identify areas of improvement and devised solutions based on findings
- Supervised team members to confirm compliance with set procedures and quality requirements
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
- Held weekly team meetings to inform team members on company news and updates
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
Sales Manager/front desk associate
Holiday Inn & suites
Memphis, TN
03.2019 - 09.2019
- Expressed appreciation for patronage, inviting and encouraging customer return visits
- In charge of all marketplace/food/beverage items, performed daily property walks as well as room inspections, Introducing new IHG standards and integrating them into the front desk
- Keeping all employees and guests informed of new events in the area
- Managed properties social media accounts
- Managed and scheduled meeting spaces for events
- Balanced the needs of multiple customers simultaneously in a fast-paced environment
- Trained new employees on company customer service policies and service level standards
- Created new processes and systems for increasing customer service satisfaction.
Guest Service Agent
River Inn of Harbor Town
Memphis, TN
05.2017 - 03.2019
- Established a knowledge of local restaurants, historic sites, nightlife and shows so that such information could be given to interested guests
- Greeted arriving guests to provide assistance and facilitate check-ins
- Corrected guest issues in a timely and professional manner with knowledgeable and friendly service
- Detailed all policies and procedures, including safety information to guests upon hotel check-in
- Assisted guests in answering questions and completing check-in and check-out processes
- Resolved guest challenges and complaints by applying resourceful and actionable solutions
- Provided concierge services for guests as needed
- Responded to guests, including email, telephone and in-person inquiries
- Handled communications systems
- Handled guest requests for additional towels and linens by contacting the housekeeping department
- Provided guest assistance and information regarding local attractions and points of interest
- Directed all front desk operations with an eye for hotel reputation, staff productivity and operational efficiency.
Guest Service Supervisor
Marriott Towneplace Suites
Oxford, MS
01.2016 - 01.2017
- Expressed appreciation for patronage, inviting and encouraging customer return visits
- In charge of all marketplace/food/beverage items, performed daily property walks as well as room inspections, Introducing new Marriott standards and integrating them into the front desk
- Keeping all employees and guests informed of new events in the area
- Balanced the needs of multiple customers simultaneously in a fast-paced environment
- Trained new employees on company customer service policies and service level standards
- Created new processes and systems for increasing customer service satisfaction.
Front Desk Manager
Comfort Suites Airport
Flowood, MS
08.2014 - 01.2016
- Managed tasks and responsibilities for front office employees when the team was understaffed
- Anticipated guests' needs ahead of time and responded to requests efficiently
- Developed lasting relationships with guests that built loyalty and drove hotel revenue
- Replied to telephone, email, and in-person inquiries regarding reservations, hotel information, and guest concerns
- Mentored new staff on correct procedures, compliance requirements and performance strategies
- Responded to guest reviews on TripAdvisor, Booking.com, and other websites typically within 48 hours
- Worked with room service, housekeeping, maintenance and security to meet all guest needs
- Generated reports detailing daily actions, including guest numbers, accounting expenses and income and room service usage
- Handled the complaints and concerns of customers
- Handled communications systems
- Supervised front desk operations to ensure that all guests received superior customer service from hotel staff
- Corrected guest issues in a timely and professional manner with knowledgeable and friendly service
- Trained front office personnel in fire, life, and other emergency procedures
- Managed guest check-in and check-out procedures, placed reservations and processed payments.
Head Audit
Holiday Inn Express
Oxford, MS
02.2014 - 07.2014
- Worked mainly night audit shift
- I was in charge of all night audit procedures, as well as incorporating new procedures to night audit duties
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions
- Pitched in with laundry duties, including washing, drying and folding towels during busy periods, ensuring consistent workflow.
Education
MS -
Kirk Academy
01.2007
Skills
- Front Desk
- Hostess
- Customer Service
- Guest Service
- Front Office
- Reception
- Proficient in Opera, Fosse, Choice Advantage, Excel, and Microsoft Word
- Check-in and check-out
- Guest safety
- Guest conflict resolution
- Team building and supervision
- Company policies and procedures
- Guest service and assistance
- Microsoft Office
- Hospitality services
- Hospitality and service knowledge
- Budgeting and forecasting
- Management information systems
- Work flow planning
- Risk analysis and management
- Cost reduction strategies
- Project Management
- Performance Evaluations
- Budgeting
- Natural leader
- Staff Management
- Employee relations and conflict resolution
- Operations management
- Administrative Skills
- Conflict Management
Timeline
Front Desk Clerk
Holiday Inn Hotel Sandton
08.2023 - Current
Ops Manager
FedEx
02.2022 - 05.2023
Team Leader
FedEx
03.2020 - 02.2022
Sales Manager/front desk associate
Holiday Inn & suites
03.2019 - 09.2019
Guest Service Agent
River Inn of Harbor Town
05.2017 - 03.2019
Guest Service Supervisor
Marriott Towneplace Suites
01.2016 - 01.2017
Front Desk Manager
Comfort Suites Airport
08.2014 - 01.2016
Head Audit
Holiday Inn Express
02.2014 - 07.2014
MS -
Kirk Academy
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